K-Electric

Making a contact center transformation Shine

K-Electric is making power safer and more affordable for Pakistan’s rising population.

It runs one of the the country’s largest contact centers. When demand peaks during bad weather, care teams have to resolve issues straightway. Trying to do this across multiple customer touchpoints using limited, siloed, and inflexible systems was tough.

Customer experience has been transformed with a suite of interconnected Genesys solutions. With one omnichannel desktop agents respond faster. Service is also more satisfying now that customers don’t have to listen to repeated messages.

Call-handling capacity has doubled, while outbound campaigns achieve better results and require less effort. Unique services link calls with Net Promoter Score and automatically update databases. Innovating digital channels has made it easier for customers to report safety hazards and to stay updated on energy best practices.

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.